Learning Operations Manager Jobs in Baltimore, MD

Field Operations Manager – Mitigation

Field Leadership • Team Development • Operational Improvement

Build People. Improve the Work. Move the Numbers.

ServiceMaster by Singer is looking for an experienced field operations leader who wants to win—and understands how we define winning: serve the customer, strengthen the team, improve the work, solve the right problems, produce measurable results, and keep learning.

This is not an office management position and it is not a “super technician” role. Most of your time will be spent where our product and customer experience are actually created: in the field, with our people and our customers. You will lead a growing mitigation field team of approximately 10–15 people today, with more growth expected.

Why This Role Exists

We want a leader who can help people become stronger while improving the measurable performance of the operation. The work is fast-moving, field-based, and constantly changing. The right leader does not assume the answer, jump to blame, or try to personally fix everything. They observe, ask questions, confirm facts, identify root causes, set priorities, act, measure results, and help the team learn from what happened.

See the problem. Confirm the facts. Find the root cause. Prioritize the highest-impact fix. Act. Measure. Learn. Improve. Repeat.

What You Will Lead

You will lead all mitigation field staff, with your highest-leverage focus on developing Project Managers and Crew Chiefs so they can lead technicians and field execution more effectively.

·       Lead, coach, and develop Project Managers, Crew Chiefs, technicians, and other field staff.

·       Spend the majority of your time in the field observing work, quality, planning, communication,

customer interaction, and execution.

·       Help teams turn scope into organized daily execution plans and effective field huddles.

·       Improve jobsite organization, labor utilization, workflow, productivity, and follow-through.

·       Strengthen documentation habits, milestone discipline, communication, and file quality.

·       Identify recurring field problems and determine whether the root cause is people, training, process,

scheduling, communication, tools, or another factor.

·       Develop people instead of simply doing the work for them.

·       Reinforce accountability fairly, using facts and observed results rather than assumptions.

·       Improve the quality and consistency of the product and service delivered to customers.

·       Help the team recognize opportunities to serve customers through additional appropriate phases of

their recovery when we have earned that trust.

·       Build stronger field leaders and help employees make meaningful progress in their careers and professional value.

Your Operating Partner

You will work closely with our Internal Operations Manager. The two positions are operating partners with different views of the same business. Internal Operations supports scheduling, appointments, carrier/program coordination, communication flow, and the internal team that supports field execution. Field Operations sees the work where it happens. Together, you are expected to strengthen the people around you and improve the overall success of the operation.

We are not looking for two managers who compete for control. We are looking for two leaders who can work through differences, use facts and results, support each other’s responsibilities, and make the operation stronger. Leadership will provide goals, information, and support; the two managers are expected to figure out how to make the partnership work.

What Success Looks Like

Success is not activity. Success should be visible in stronger people, stronger customer outcomes, and stronger numbers. The exact measures will evolve with the operation, but this leader is expected to help move the needle in areas such as:

·       Employee development and retention

·       Quality and consistency of field work

·       Customer satisfaction and customer trust

·       Customers choosing ServiceMaster by Singer for multiple appropriate phases of their recovery

·       Jobs completed and sold/captured

·       Gross margin and labor productivity

·       Cycle time and workflow efficiency

·       Documentation, communication, milestone, and compliance performance

·       PM and Crew Chief capability and accountability

·       Reduction of repeat problems, rework, confusion, and preventable revenue leakage

How We Expect You to Think

We are not looking for miracles. We are looking for judgment. You should be able to identify needs, determine what should be addressed first, and focus effort where it can create the greatest return for customers, employees, and the business.

·       Observe before judging.

·       Separate facts from assumptions.

·       Ask why until the real problem is understood.

·       Understand the impact on people, customers, revenue, quality, and the rest of the operation.

·       Choose a path and follow through.

·       Measure whether the solution worked.

·       Teach the team what was learned so improvement compounds over time.

·       Do not leave important work incomplete, unsupported, or inaccurately represented.

What We Are Looking For

·       5+ years of demonstrated field leadership or field operations management experience.

·       Experience leading distributed teams across changing jobsites, customer environments, or field-service operations.

·       A record of developing people and improving measurable operating results—not simply supervising activity.

·       Strong coaching, communication, organization, planning, and follow-through skills.

·       Ability to work through resistance without unnecessary drama or fear-based management.

·       Comfort with accountability, performance measurement, root-cause analysis, and continuous improvement.

·       A customer-service mindset and a strong desire to help the team win together.

·       Humility and curiosity: the ability to say “I do not know yet,” learn quickly, and ask the questions needed to reach a sound answer.

·       Valid driver’s license and comfort traveling throughout our service area and working in active restoration environments.

·       Comfort using phones, apps, photos, documentation systems, and field communication tools.

Backgrounds That May Fit Well

Restoration experience is valuable, but it is not required. We would rather hire an excellent field operations leader who can learn restoration than an excellent restoration technician who has never learned how to lead an operation.

·       Restoration / Mitigation

·       Plumbing Field Operations

·       HVAC / Mechanical Contracting

·       Construction Field Operations

·       Commercial Field Services

·       Utility Field Operations

·       Facilities or Building Services with mobile field teams

·       Military Field Leadership

·       Emergency / Disaster Field Operations

What This Role Is Not

·       A desk-only management role.

·       A role for someone who needs to be the smartest technician on every job.

·       A position for someone who solves every problem personally instead of developing others.

·       A “culture-only” job disconnected from measurable business results.

·       A numbers-only job that improves short-term metrics by burning through people or customer trust.

Day One

Success starts on Day 1—not by changing everything, but by beginning the work immediately. Build relationships. Learn the people. Learn the operation. Serve the customer. Observe the work. Ask questions. Find opportunities. Help people improve. Start moving the needle.

Compensation & Support

Compensation is based on experience, leadership ability, operational maturity, and overall fit. Vehicle, phone, bonus opportunities, and advancement potential may be available based on final role structure and experience.

Closing

If you are energized by developing people, improving field execution, serving customers, solving root problems, and producing measurable results, we want to hear from you.

The right person will not be expected to know everything on Day 1. They will be expected to care, learn, lead, follow through, and help the people around them become stronger.

ServiceMaster by Singer is a family-owned disaster restoration and construction company serving Maryland, Washington DC, Delaware, and Southern Pennsylvania.

When fire, water, mold, or storm damage disrupts homes and businesses, we respond quickly to restore property, rebuild structures, and return families and companies to normal life.

What makes us different:
• Daily involvement from ownership and leadership
• Structured advancement pathways (performance-based, not time-based)
• Paid technical training and professional development
• Clear expectations, accountability, and mentorship
• A team culture built on safety, communication, and service

We promote from within whenever possible and invest heavily in developing future leaders. Many of our Project Managers and senior team members started in entry-level roles.

Our mission is simple: Restore normalcy for our customers. Build lifelong careers for our team. Strengthen the communities we serve.

We are stable, recession-resistant, and purpose-driven — and we are looking for people who take pride in doing meaningful work when it matters most.